Technical Support Specialist

We’ve got big plans to grow our team here at Starshipit and we’re on the hunt for a Technical Support Specialist to join our world class team supporting our customers in New Zealand & Australia.

Our Support team is a critical part of our global customer experience and deliver outstanding levels of technical customer support. You’ll be someone who loves a problem and comfortable questioning the status quo to get to the core of the Tier 1 and 2 issues our customers might have. Owning, resolving, and escalating these issues to the relevant teams are key components of the role. 

If you’re someone with a few years under your belt in a customer focused technical role and are looking for your next gig, this is the one for you! Not only is this a great opportunity to work in the fast-moving and ever-growing SaaS world, but you’ll also get the chance to work with teams in different areas of the business.

While our HQ is in Auckland, New Zealand we’ve been working under a hybrid model since day dot. Whatever works best for you, works for us.

Based in Auckland, this role is full-time, Monday-Friday.

What you’ll do:

• Troubleshoot, investigate, escalate and own customer issues from beginning to end. These are normally resolved through email, videos or by referencing support documentation in our Support Centre
• Support both high profile eCommerce retailers and businesses who are new to the eCommerce world utilise our technology to the best of its ability. You’ll be surprised at how many of our eCommerce retailers and businesses you’ll know already!
• Collaborate with the wider Customer Success team, Marketing team and Product team to share knowledge both internally and with our customers
• Stay ahead of the game with new changes and maintain up to date documentation on cool new features released by the product team
• You will need knowledge of API's, how they work and be able to understand the dataflow between the Starshipit platform and our integrations.

Here’s what you’ll need to succeed:

• Love getting to the cause of an issue and gets a kick out of resolving these
• Fluent in English with strong written and verbal skills
• Possess strong technical acumen with previous experience in a customer facing role within the Tech space
• Love all things tech and can translate technical jargon into plain English in an engaging and dynamic way
• Have high levels of attention to detail along with solid analytical and problem-solving skills
• Love collaborating and working in a team
• Some understanding around SaaS fundamentals

Life at Starshipit

Our people are what make us great, and our culture is something we’re especially proud of. We’re a team who love what we do. Not only are we diverse, we’re inclusive which means our people can be themselves. Every idea and perspective is valuable and reflected in how we interact with our partners, customers and teams.

We’ve got the perks covered with:

• Dedicated learning and development fund to support your career and performance goals
• Accelerated career growth – we’re big on promoting from within
• Flexible working opportunities which go beyond leaving early to beat the traffic
• Wellbeing focus (paid parental leave, health insurance, summer half-day Friday's)

Starshipit is an equal opportunity employer committed to fostering a diverse, equitable and inclusive workplace. We do not discriminate in employment opportunities or practices on the basis of age, ancestry, race, disability, ethnicity, family or marital status, gender identity, political affiliation, religion, sexual orientation, or any other legally characteristics and encourage candidates from all backgrounds to apply.